Question

A call comes in during the holiday season. The customer starts talking in an annoyed tone and tells you they are trying to purchase gifts for the holiday and their card got declined. What should you do?

1) Apologize to the customer and offer to help them troubleshoot the issue with their card.
2) Tell the customer that there is nothing you can do and they should try again later.
3) Transfer the call to a supervisor for further assistance.
4) Ask the customer to provide an alternative payment method.

Answer 1

Apologize and offer to help troubleshoot the card issue for the holiday shopper, checking on funds and potential bank holds. Suggest an alternative payment method or supervisor support if needed.

Step-by-step explanation:

When a customer's card is declined while trying to purchase gifts during the holiday season, it is crucial to handle the situation with tact and efficiency. The best approach is to apologize to the customer for the inconvenience and offer to assist them in troubleshooting the issue. It's essential to remain calm and professional, showing empathy for the situation as this can be particularly stressful during the holidays.

Begin by confirming if they have enough funds in their account; if not, the transaction may be rejected, and an overdraft fee may apply for any negative balance. If the balance suffices, other technical issues could be at play, such as an error with the payment system or a security hold from the bank. Suggest they check with their bank for possible issues or alerts. If no resolution can be achieved promptly, suggest utilizing an alternative payment method or escalating the call to a supervisor who may have additional resources for assistance.